Team Member CR Ops Guwahati

Job Description

Job Purpose

Transaction processing and handling investor interactions at branches for all business segments.
The job entails, ensuring accurate and timely transactions processing within the laid down SOP's and regulatory guidelines .The job requires prompt and efficient resolution and redressal of investors grievances and queries resulting in to a uniform and best in class experience to all external as well as internal stake holders.
The job also entails actively engaging with investors who are exiting, with an intention of retaining or winning back investors.

Job Context & Major Challenges

Job Context -
BSL AMC currently has presence in 86 locations which are called as Operational Point of Transactions (OPTs). These OPTs act as the touch points for the customers of BSLAMC for transactions and service requirements.

The job requires handling the dual responsibility of an operations and client relations, for all business segments and the dual responsibility demands ability in multi-tasking. Along with speed and accuracy, the job also requires ensuring that operations & client relations SOPs are adhered to and also ensuring that regulatory guidelines are followed. In a competitive market Customer experience becomes a huge differentiator, this job strives to provide that differentiator by ensuring a best in class service experience to investors.

This segment of branches handles approximately 30 - 40 transactions per day including debt purchases and retail investor transactions. This segment of branches handles supports around 15,000 investors and 250 distributors.

The job also has to effectively deal with investor complaints, grievances and issues. On an average around 25 such interactions are effectively dealt in these locations. These interactions are primarily by way of walk ins and on occasion by way of emails and phone calls. The interactions could vary in nature from a simple requirement to a complicated issue which needs redressal to be carried out with a lot of sensitivity towards the investor.

Key challenges:
. Ensure timely and accurate processing of retail transactions.
. Multi tasking of branch service, operations, sales support and administration responsibility.
. Liasoning with Internal customers on a day to day basis and balancing the expectations.
. Providing speedy and quality redressal to Customers and prevent them from becoming regulatory or legal complaints.
. Timely resolution of issues where there is a dependency on third parties.
. Keeping oneself updated on product, process and regulatory developments.

Key Result Areas